ComplaintsforLa-Z-Boy Furniture Galleries (Regional for Florida)

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My my mother-in-law, ********************* (91), purchased a ***************** recliner with a wireless remote. Since it was delivered in early March 2024, the chair simply stops responding to the remote requiring a re-sync between the chair and remote. The process of resynching the chair and remote is too complicated for *****, which requires me to drive over to her facility and perform the task. This is typically 45 minutes to a hour of my time. Since March, I have resynched the chair with the remote at least a 25x. My wife and I have both made multiple calls (10+) to the Lazy Boy store and they have sent technicians out on two different occasions. On the technicians last visit (May), he noticed that the power plug from the chair was plugged into a power strip. According to Lazy Boy, not having the chair plugged directly into an electrical wall socket, "has been known to cause issues with the proper operation of the chair." We plugged the chair directly into the wall and while the chair doesnt need to be resynched every 2-3 days, it still needs to be resynched at 2x a week. I called the store Manager **** in early June 2024 and told him of our situation. He asked, what would make it right? We requested to return her existing chair for a new chair of equivalent value that did not have a wireless remote control, but one with either a wired remote or control buttons in the arm rest. **** called me back a few days later explaining the time period to make a replacement has passed and there was nothing more they could do. I spoke again with **** on 7/16, informing him that the chair was still falling out of sync even though it was plugged directly into the wall. He then told me its possible that it is something in the environment that is disrupting the synchronization. All other wireless devices in ****** apartment work just fine the computer, the printer, the phone, the TV. So we are left with a chair that doesn't work correctly and out $2,700?!

  Business response

  08/12/2024

  We appreciate the opportunity to offer information regarding our customersconcerns. **************** is an essential facet of our business, and we strive hard to ensure our customers concerns are addressed.

  Thank you for getting in touch about the difficulty reaching our service department. We apologize; our main priority is providing excellent customer service from the moment you walk into the store and beyond.Our service manager was able to speak with the customer and found out that there was a miscommunication after he left a voicemail to call back. The customer went to ********.com and called the ***** number on the website which connected them to the  ******** Corporate Headquarters and not to our local independent service department. We were able to schedule a service appointment with the customer for August 13th. 

  We are confident that our service department will correct the customers concerns. All service visits and parts have been free to the customer under our one-year service warranty.
  We thank the customer for allowing us to address their concerns. If they have any additional questions or concerns, we ask that they please reach out to the service department at ************ for assistance. 

   

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a recliner , 2021, from ******** in clearwater and was convinced to buy the 5 fabric warranty. Last weekend a spill and burn (At the same time)occurred in the chair. I called immediately. Followed all subsequent instructions to supply info and pics.I received a call today that the claim is denied due to it being 2 separate events, not one and they can not help. No offer to take care of one or the other----The stain being the larger of the issue---Just a denial. The spill and the burn were one event. They could have told me this when I provided the info, before they asked for pictures. Only after that did they give me this excuse to not clean or do whatever wit the chair.I have been swindled out of the cost of insurance that is a con job. I think when they saw the pictures it was more than they were willing to spend or more work than they are willing to deal with.

  Business response

  05/16/2024

  At ********,we value the opportunity to address our customers concerns. We consider customer service to be a cornerstone of our business and are committed to ensuring that all our customers issues are promptly and effectively addressed.
  The customer contacted the extended warranty company Furniture Care Protection (FCP) and was denied due to accumulation or extended wear and tear on the piece (please see attached images supplied by customer).
  We regret that the customer feels their extended warranty purchase was not justified. The extended fabric warranty from Furniture Care Protection, which the customer purchased, covers minor single-incident occurrences of rips, tears, *****, and stains. Additionally, the customer received a ****** supply of free refills for all Furniture Care Protection products included in the provided kit, such as a bottle of fabric refresher,fabric protector, wood polish, and leather cleaner.
  We are willing to refund the entire cost of the extended warranty ($119.99+tax). We ask that the customer reach out to the showroom to process this transaction and hope this serves as an outreach of goodwill in the case of the customers complaint.
  We thank the customer for allowing us to address their concerns. If they have any additional questions or concerns, we ask that they please reach out to the showroom for assistance. 

  Customer response

  05/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********** (******) ********

• Initial Complaint

  03/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Case ******. We ordered 2 chairs from lazyboy. As soon as they were delivered we noticed a issue with one. The entire chair pitches forward. Something is not placed on the bottom correctly. My mother went to get up out of the chair and it pitched so far forward it tipped over on her. We have called and emailed lazyboy with NO REPLY BACK. You call the 800 corperate number and are on hold for hours and then a recording comes on and they say someone will call you back. No one does of course. This is 100% unacceptable for the amount of money we spent. They sent a defective chair that someone could really get hurt in. These were a gift for my parents who are 85 years old. The 2 old lazyboy chairs they had are built better than these new ones ever could be. The next step is to contact the credit card company. Shame on lazy boy

  Business response

  03/28/2024

  We appreciate the opportunity to offer information regarding our customersconcerns. **************** is an essential facet of our business, and we strive hard to ensure our customers concerns are addressed. 

  We are saddened to hear about the customer's mother's experience. We passed the contact information to our service department right away and understand that contact has been made and a service appointment set. We are certain our technician will be able to assist. 

  We thank the customer for allowing us to address their concerns. If they have any additional questions or concerns, we ask that they please reach out to the showroom for assistance. 

  Customer response

  04/04/2024

   
  Complaint: 21479189
  
  I am rejecting this response because:
  Your repair man came out and was not able to fix the chair. He took the entire bottom off that we paid extra for in hopes it would not pitch forward anymore. It did not fix the chair. These are not of good quality and 100% a safety issue. No one told us have a swivel  on the chair would make it tip over. The chair needs to be returned as it is worthless. It was bought with a swivel  and now thats gone off the chair and it STILL did not solve the problem.
  Sincerely,
  
  *********************

  Business response

  05/16/2024

  At ********,we value the opportunity to address our customers concerns. We consider customer service to be a cornerstone of our business and are committed to ensuring that all our customers issues are promptly and effectively addressed.
  We understand that the customer was unable to use the chair with a swivel due to the strength needed to balance and operate a swivel recliner, including weight distribution when entering and leaving the recliner. Our Senior technician noted that the chair was up to manufacturing standards and had no defects. As an act of good faith,we allowed the customer to reselect into a new recliner. We waived the restocking fee and a redelivery fee for this purchase. We believe that this complaint is now resolved.
  We thank the customer for allowing us to address their concerns. If they have any additional questions or concerns, we ask that they please reach out to the showroom for assistance. 

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I deposited a total of $739.79 for a furniture order I intended to take possession of. I am not in a situation where I can take possession of it any longer, but the company is trying to force me to use the money as credit for a future order. I have been communicative with them throughout this as I tried to come to a solution to be able to take possession of the coffee table and 2 end tables. I also told them they are free to sell my order to anyone else in the meantime. I have been pressured mutiple times to take possession of it even though I am unable to (I have definitely tried to come up with a solution). I literally have no where to put the furniture. I want my full deposit back.

  Business response

  04/01/2024

  We appreciate the opportunity to offer information regarding our customers concerns. **************** is an essential facet of our business,and we strive hard to ensure our customers concerns are addressed.
  We apologize for the confusion in this case and are happy to report that the funds have been returned and the order closed for the customer/
  We thank the customer for allowing us to address their concerns. If they have any additional questions or concerns, we ask that they please reach out to the showroom for assistance. 

  Customer response

  04/02/2024

   
  Complaint: 21348132
  
  I am rejecting this response because:
  
  you are not giving me a full refund of my deposit even though Ive never taken possession of furniture. 
  

  
  Sincerely,
  
  *********************

  Customer response

  04/17/2024

  The business has not returned any money to me. I reject this response as this is not true. I have not received any money. Furthermore , I spoke with *******, and there still has not been any money sent to me. This is unresolved.

• Initial Complaint

  02/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased Lazy Boy Recliner 11/25/2023 with projected deliver ********February 2024. Chair delivered approximately 2.9.2024. The chair was a special order fabric chair that carried the disclaimer "no cancellations or returns on special order items". That part is understood. However, upon delivery of the product if the quality of the product sent is deficient in quality and construction, the claim of no returns is negligible. You are required to deliver a quality product of what the customer purchased. The chair was over processed with fabric and not stuffed with the enough cushioning. The chair is a rocking change that elevates dangerously in the air too which my husband's legs hang as though he is in a rocking chair. I reached out to the store and spoke with the manager, salesperson several times to resolve and repair the chair. The precast lacks extreme quality and I would like to report here that it is dangerous. Please be careful when purchasing lazyboy process from this store.

  Customer response

  02/26/2024

  Spoke to manager **** from the store 2.26.2024 who offered to take the chair back, however, charge us a $300.00 restocking fee.  We refused to pay a restocking fee for a chair that was delivered with severe quality issues and dangerous high chair seating for my husband who is 65 years old.  The manger wants us to believe this chair has no quality issues.  We paid to have a quality product and was delivered a product of bad quality. The store manager indicates to us that Lazy Boy makes no mistakes regardless of what we are seeing.  They want us to pay a $300 restocking for a chair we do not have and was delivered with quality issues.
  

  Business response

  03/22/2024

  We appreciate the opportunity to offer information regarding our customers concerns. **************** is an essential facet of our business,and we strive hard to ensure our customers concerns are addressed.
  
  The customer contacted the service department after delivery with concerns about the comfort and fabric of the recliner. Our service technician went to the customer's residence and inspected the merchandise on 02/21/2024 free of charge under our local 1-year service warranty. The technician noted that the chair was up to the manufacturer's specifications and that there are no defects with the chair.
  
  The model shown on the floor, and that the customer tested, is the same model ordered with a different fabric. The customer signed and agreed to the production of the custom ordered power recliner based on the model on the floor. The frame of the recliner is the same, they requested a custom produced recliner in the fabric of their choice. Based on the conversation with the Service Manager, the customer indicated that they are simply unhappy with the selection of fabric made.
  
  Since this is a custom order, we do not allow cancellations or refunds due to the large assortment of fabrics we offer and each customer's preference. The recliner was custom ordered for the customer. The customer verified our policy at the time of purchase, with the customer signing and initialing next to the agreement stating that custom-made furniture is non-refundable. In the rare instance of any damage or questions regarding the workmanship of a special-order product, we reserve the right to make all proper repairs and adjustments to bring the product up to the manufacturer's specifications.
  
  While we regret any disappointment the customer may be experiencing in their custom order selection, we are unable to assist further due to the merchandise being up to the manufacturers quality specifications. The merchandise was produced and delivered as a custom order per the signed agreement. 
  We thank the customer for allowing us to address their concerns. If they have any additional questions or concerns, we ask that they please reach out to the showroom for assistance. 

  Customer response

  03/30/2024

  The store manager **** has agreed to remedy the issue with a replacement back with cushions for the chair, which should remedy the quality issues with the cushions.  The base is still oversized for the chair, however, the manager **** has assured me this will resolved after usage.  Should the oversized base not resolve after continued usage, will reach back out to store manager to set up with service department a replacement base for chair. 

  Customer response

  04/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The store manager **** has agreed to remedy the issue with a replacement back with cushions for the chair, which should remedy the quality issues with the cushions.  The base is still oversized for the chair, however, the manager **** has assured me this will resolved after usage.  Should the oversized base not resolve after continued usage, will reach back out to store manager to set up with service department a replacement base for chair. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a sofa and recliner from LazyBoy ******************* in March 2023 and accepted delivery in April 2023. Upon delivery, a handle to the sofa recliner was broken. A new one was ordered and replaced at a later date by *******. The recliner was crooked, so they came out on two separate occasions to fix that...which they eventually did. On 1/24/2024, I notified them that the sofa was becoming discolored where we sat and in that same area, the material has stretched out. The discoloration is apparently from whatever clothing we have on at the time. They advised that while it was within our warranty period, it was an uncovered item (called color transferring). The did not address the stretched out material at all. We spent a great deal of money and have had many problems with Lazyboy since the delivery of our furniture 9 months ago. We are requesting proper recovering or replacement of our sofa.

  Customer response

  02/28/2024

  Thank you for the follow up.  I did hear back from ******* who said they received word that I had filed a BBB complaint.  They maintained that it was an issue not covered under the warranty, but that they would replace that part of the sofa anyway.  They did come out with the bottom part of the seat and replace it.  When I asked about the seat back (which was also damaged), they indicated that they would order that part too and call me when it was received.  I have not received that part yet, but it was only last week that we spoke about why they had only replaced part of the seat.  With regard to the fabric protection, the manager said that I had not purchased the extended warranty which would have included application of a fabric protector and that this problem would likely happen again without the fabric protection application.  I asked how much it would cost for me to get the fabric application now and he said that it was not available to me because they were not allowed to retroactively add the coverage.  In any event, the bottom seat was replaced, I am waiting on the seat back and I will need to get the fabric protection application done by a third party after the cushion issues are fixed.  Thanks for checking into this issue.

  Business response

  04/01/2024

  We appreciate the opportunity to offer information regarding our customers concerns. **************** is an essential facet of our business,and we strive hard to ensure our customers concerns are addressed.

  We are happy to hear that we were able to correct the initial concerns with your ******** piece free of charge under our 1-year service warranty. Color transfer is unfortunately not covered under the ******** warranty; however, in the interest of customer service, we have ordered and installed a new seat where the color had transferred.  

  We thank the customer for allowing us to address their concerns. If they have any additional questions or concerns, we ask that they please reach out to the showroom for assistance. 

  Customer response

  04/02/2024

   
  Complaint: 21199902
  
  I am rejecting this response because:  Lazy Boy did replace the seat bottom, but did not replace the seat back.  I have been on the telephone twice with ******* who indicated the first time that she would be ordering the seat back and would call when it arrived in order to schedule an appointment.  I never heard back from them and called again last week and spoke with ******* again.  This time, she told me she would need to get approval to order the seat back and would be back in touch with me.  I have not yet heard back from her.  I did let her know that the color transfer was on the back as well as the seat, so I was not sure why they only ordered the seat.  **** advise if I hear back from her regarding when/if she will be ordering the seat back.  
  
  Sincerely,
  
  *************************

  Customer response

  05/10/2024

  On 5/9/2024, the company (Lazy Boy Furniture) returned to my home and replaced the back of the sofa.  Now that both pieces of the damaged sofa have been replaced, I am satisfied with the results.  Thank you again for heping to resolve this issue.

   

  *************************

  Customer response

  05/16/2024

  On 5/9/2024, the company (Lazy Boy Furniture) returned to my home and replaced the back of the sofa.  Now that both pieces of the damaged sofa have been replaced, I am satisfied with the results.  Thank you again for heping to resolve this issue.

   

  *************************

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Summer of 2022, placed order for lazy boy recliner. Received February of 2023, within two months of receiving the chair, when you went to recline it was making a noise. Contacted the store to have somebody come out which they were giving me a hard time having somebody come out, so my husband and I went into the store and spoke to our sales rep and he issued a service tag. Since then I have had the repair guy out 4 to 5 times, with the first time they sprayed the springs. It helped for a few weeks and it came back. Called had a service guy come out again he took off the back of the chair tighten some screws. a few months after that, had the repair guy back out as it was still making the noise the Repair Man at that time, said that it was looking that it was far internal with the springs. He would make a note that it was still making that sound, and he tightened up some other components of the chair. Had them back out on Halloween, for the same sound, and there are service man did some tightening, and said that that sound was deep in the chair out of his control, he would make a note of it. He also had told me that hes been to some other ladies house 12 times basically read pairing the whole chair , which, by that point the manufacturer should be taking the chair back. My husband and I then called the manager ****, of the store and said we would like to have the chair taken back and have our full refund, he said he would talk to the service department . Then ***** , whos head of the service department called and said it doesnt matter how many times we will come out to fix the chair we will come out. That is unacceptable to my husband and I since the chair is not a year old and Im having so many issues with it. I mentioned to both **** and ***** that wed like a full refund. The service man came out in November 2 four issues wrong with the chair, needs new back, springs, base, and another internal part. Spoke to ***** and mentioned wed like full refund. No help.

  Business response

  12/19/2023

  Hello, this is not one of our ******** ******* customer. Please contact the store/business owner in *****.

  Customer response

  12/27/2023

  Hi, 

  I want to make sure its the Lazy Boy on ******************* in *****. 
  

  Also, I was speaking to a neighbor who is waiting for her couches from the same Lazy Boy and after telling her my story with them as that Id would cancel the order. She has mentioned to me last week that she called and mentioned my name and my experience and they are giving her up to $1000. off her couches. 

  I cant get them to take back the recliner chair and get my refund and they are taking off money on her order due to my situation? Something isnt correct here. 
  Wanted to let you know.

  Thank you, *********************;

  Business response

  01/09/2024

  Hello, this is not one of our ******** ******* customer. Please contact the store/business owner in *****.

  Business response

  01/10/2024

  Hello,

  This complaint relates to a different business, not ours. Please let the customer know and direct them to the ******** dealer in *****. 

  Thank you,

  *****************

  Customer response

  01/10/2024

  Hi, 
  Ive been trying to respond to this email and the trying will not come up. 
  As mentioned Lazy Boy is giving my neighbor $500-1000. Off of her purchase due to I told her to cancel her order with them.
  So they are giving her money off which is my money since I would like my full refund. 
  They just want to keep repairing the chair and thats unacceptable. I paid full price and they should work with us the consumer and they are not!
  Please send them this information and all we want is they can have the chair and wed like our full refund. The chair is cracking know which is so wrong as weve been telling them it makes a cracking sound and know its cracking. They have to address this issue know! Ugh

  Customer response

  01/11/2024

   
  Complaint: 21020577
  
  I am rejecting this response because:  

  Hi, 
  Ive been trying to respond to this email and the trying will not come up. 
  As mentioned Lazy Boy is giving my neighbor $500-1000. Off of her purchase due to I told her to cancel her order with them.
  So they are giving her money off which is my money since I would like my full refund. 
  They just want to keep repairing the chair and thats unacceptable. I paid full price and they should work with us the consumer and they are not!
  Please send them this information and all we want is they can have the chair and wed like our full refund. The chair is cracking know which is so wrong as weve been telling them it makes a cracking sound and know its cracking. They have to address this issue know! Ugh
  
  Sincerely,
  
  ***********************

  Business response

  01/11/2024

  Hi *******. I emailed you to let you know that we, ******** of *******, have no affiliation or connection with ******** of *****. Unfortunately, there isn't anything we can do to assist this customer with their refund request. They will have to deal with the dealer they purchased from in *****. Thank you.

  Business response

  01/29/2024

  We appreciate the opportunity to offer information regarding our customers concerns. **************** is an essential facet of our business, and we strive hard to ensure our customers concerns are addressed.
  The customer contacted the service department on 3/29/2023 with concerns about their Power rocker-reclining chair. ************** inspected the merchandise on 4/14/2023 and noted that the chair was in working order and that noise was normal or not audible at that time.
  Customer called again on 6/7/23, stating that the noise came back. The technician was out on 6/21/2023 to tighten the rocker springs and back bolts and replace the feeler stick.
  Customer reached out on 10/9/2023 to request service for the same issue. Our senior technician went out on 10/31/2023, took the back of the chair off the base, and then put it back on; the noise was eliminated with this action.
  Our service department was contacted again on 11/14/2023 regarding noise coming from the rocking mechanism. Our senior technician went out to video noise and suggested we order new rocker springs, a new back, and a new base. All of the parts were ordered and have arrived at our facility. We have the customer scheduled for service on 2/8/2024. 
  We are confident that our service department will correct the customers concerns. All service visits and parts have been free to the customer under our one-year service warranty. 
  We thank the customer for allowing us to address their concerns. If they have any additional questions or concerns, we ask that they please reach out to the showroom for assistance. 

  Customer response

  01/29/2024

   
  Complaint: 21020577

  I am rejecting this:

  The chair is not even a year old, as you can see, I have had to have the service men out several times for a noise and theyve had to tighten bolts and now replace four different items when they come out next month in February. To me this is totally unacceptable. It was a brand new chair made to order, and furniture should not be falling apart within the first year. What happens when my one year warranty is up the end of next month of February 2024. Then Im stuck with a chair that is falling apart. Im asking for my  full refund and the chair to be picked up. 
  Thank you

  
  
  
  
  Sincerely,
  
  ***********************

  Customer response

  02/01/2024

  One more thing to consider;

  When I spoke to my neighbor and shes been waiting on furniture to be delivered for months from Lazy Boy.  How come after telling her my issues and complaints with them, she calls to cancel her order (not wanting this treatment of no help if she needs a refund), they give her between $500-$1000 off her purchase? Does that seem fair since mine has problems and she basically gets part of my refund? This company ***** even worked with me on saying, come in and pick something else out since this chair has defects.  
  Not a way to work with customers. Instead will just rebuild this newly built chair. Think how much money with time and parts its cost them. 

  Customer response

  02/20/2024

  Waiting for a reply from Lazy Boy to pick up and refund the recliner. The service man came out to replace four pieces of the chair a week an a half ago. The chair STILL makes the clicking sound when you recline (original complaint from 11 months ago. AND now the feet rest isnt reclining up high the way it did. This chair is a lemon and needs to be taken fully apart due to its internal, out of the service mans control and hes even stressed this. What else does this company need? Will be calling them again about this chair and my husband will be here when they come out since this is absolutely ridiculous! 

• Initial Complaint

  10/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a recliner after 18 weeks was delivered to my home within 2 days I called la z boy to let them know there was something wrong with the chair.. after arriving with them they sent out a service tech. Who stated there was nothing he could do it was a comfort issue.. the heat and massage mechanism is sticking out of the seat, and the back of the recliner poking you to the point the chair cannot be set in. There is nothing La z boy wants to do this is ridiculous

  Business response

  11/22/2023

  Thank you for contacting us about this matter. Unfortunately, we do not have a customer by the name provided. if the order is under a different name, please let us know.

  Thank you,

  ***********************
  Senior Director
  ******** Furniture Galleries | ******** Home Furnishings & Dcor
  *********************************************************************************
  (********************************
  www.la-z-boy.com/westflorida
  
  8 West Florida locations: ******** | ***** | ******* | ********** | ********************* |******************* | *************** | ******

  Customer response

  12/03/2023

   
  Complaint: 20733256
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  i purchased the chair online through them I have the email receipt that I have forward to you this store is a joke they have over ***** complaints there are 3 entire ******** pages about Lazyboy unbelievable.. now they dont know who I am 

  Business response

  12/13/2023

  We appreciate the opportunity to offer information regarding our customers concerns. **************** is an essential facet of our business, and we strive hard to ensure our customers concerns are addressed.
  We were unaware that this was a customer that purchased via e-commerce. As an independent dealer this transaction is a partnership between our delivery team and ******************. ****************** is technically a ****************** customer; their headquarters is in ******,********.
  The customers piece was delivered 7/26/2023.
  As a courtesy we sent a service technician to the customers home. The technician indicated that the recliner was up to manufacturing specifications at the time of the initial visit.  
  Per Mr. ******** request we will send ************** to take pictures and report back to ******************.
  We have called and left a message to schedule service. We request a return call so we can schedule **************.
  Thank you for your patience and for allowing us to respond.
  La-Z-Boy of West Florida - Customer Support

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Recliner about a year and a half ago I had it a month till the material started knotting up i called and they sent a repair guy out there and he said they don't cover the material he told me to bay a Fabric Shaver i tried it and it took some off but it did it again i called the manager and he told me he was not doing anything with it i took out a five year warranty with it and i can't get them to do anything either i just want a new chair don't every buy anything from these people their products are no any good anymore i Paid $79.00 for insurance

  Business response

  11/22/2023

  We appreciate the opportunity to offer information regarding our customersconcerns. **************** is an essential facet of our business, and we strive hard to ensure our customers concerns are addressed.
  
  We are sorry to hear about your frustrations. Since 1927,******** has focused on building a legacy that holds up to our long-standing commitment to quality, craftsmanship, and American Heritage. We test for real life by putting furniture through the wringer to ensure it will last for all of lifes most important moments. All our furniture is manufactured with top-quality materials and tested with innovative methods. We currently have 900+ performance leathers and fabrics tested for durability, comfort, and longevity.
  
  The concern the customer is having is with the pilling of the fabric cover. Pilling occurs when outside sources such as clothes,blankets, or other fabric material come in contact, causing abrasion. Pilling is a normal occurrence and can be corrected at home easily. A battery-operated pill ******, pumice stone pill remover, or pill comb can be purchased and used in the home by the customer to keep ******************** looking fresh.
  
  Our ******** warranty includes both a year of in-home service and labor free of charge on all ******** products. Outside of the year,we do charge customary rates for house calls and labor services, but our patented mechanism and all moving parts are covered for the lifetime of the recliner under the ***************** Lifetime Warranty. The **************** Lifetime Warranty is public and can always be found and viewed on the official ********website: ************************************************************.
  
  The customers 5-year extended fabric warranty purchase from Furniture Care Protection covers single-occurrence incidents of rips, tears,*****, and stains. They also receive 5-years of free refills on all Furniture Care Protection products included in the *** kit: a bottle of fabric refresher,fabric protector, wood polish, leather cleaner, and applicator sponge. Pilling is not covered under the 5-year warranty, but the warranty is still applicable if there is any single-occurrence accidental damage in the future.
  
  We thank the customer for their patience and for allowing us to address their concerns.

  *********************** | Senior Director | ******** Furniture Galleries of West Florida
  *********************************************************************************
  **********************
  ??? www.lzbflorida.com
  
  ***** | ******************* | ********** | ******* | ********************* | ******** | *************** | ******

• Initial Complaint

  08/15/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On August 14th, I initiated contact with La Z Boy to address the ongoing dispute about the purchase of a recliner I had made and paid for. It is worth noting that the recliner my wife selected and I paid for differed from the one my wife chose to purchase. Additionally, the delivery of the recliner was significantly delayed, as it arrived nearly two weeks after the initial purchase. According to La Z Boy, the chair that I purchased suffered damage while being handled before its delivery, necessitating the need for a replacement. Consequently, this led to an additional week of delay, resulting in an overall delivery time of almost two weeks from the initial purchase date. Upon receipt, my wife noted that the delivered chair did not align with her original choice. We promptly notified the store regarding this matter, yet the sales clerk vehemently insisted that the chair was correct and swiftly terminated the conversation. At a later time, the sales associate extended contact to my wife and proposed either an exchange or refund while informing us of a restocking fee that would be imposed upon me. In response, I firmly stated that I should not be held accountable for any supplementary expenses, as the series of events leading to the chair's damage and replacement is entirely the store's exclusive responsibility. It is very easy to determine if the chair that was delivered is the chair my wife chose simply by comparing the product numbers of both chairs. I firmly believe that La Z Boy should shoulder the costs associated with acquiring a replacement chair, retrieving the incorrect chair, and delivering the precise chair that we have rightfully paid for. I expect La Z Boy to either provide a complimentary replacement of the offered chair with the correct one or furnish us with a complete refund.

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